Refund Policy

Kids come in all shapes and sizes, temperaments and moods. We pride ourselves on taking the time to connect with each child. We endeavour to make them feel comfortable, to capture their essence as much as we possibly can.

Considering this, if, after our best efforts, we determine that your child is upset, refuses, or feels uncomfortable in any way, we will cease photographing your child and provide you a complete refund of your registration deposit. We understand that it may be very disappointing if we are not successful in our attempts to photograph your child, however, please know, we will always prioritise your child’s emotional wellbeing.

We are not paid by centres for photography sessions. The registration fee covers our time spent on site, editing and gallery preparation time. Therefore, after galleries are opened for your perusal, should you choose not to use the registration fee as a credit to purchase any images, this fee will not be refunded. Or if you do not use the full amount of the credit when you purchase, the difference will not be refunded, ie you purchase a product less that the registration fee.

If your child is sick or absent, we offer a full refund on the registration fee, if we cannot reschedule to another day. We are often attending a centre multiple days a week and we will endeavour to accommodate your child if we can.

Once an order is placed, we regret that we cannot provide a refund. The goods ordered are personal to you and have no resale value. However, if you believe that there is an issue with your order or it is incorrect in any way, please contact us and we will do our very best to rectify the situation.

We do endeavour to take the utmost care with your photographs. We either collect our products personally or have them securely delivered by our printing partner. At which time we check the quality of the product. We then personally deliver our products to your child’s centre, who sign off on the condition of the product and take responsibility to hand out to the families.

This refund policy does not apply to photographs or products which have been damaged after delivery. We may request proof of any damage that you believe occurred prior to delivery and will organise product replacement.

We would ask that you return the product via Registered post and that you prepay all postage. You assume any risk of lost, theft or damaged goods during transit & delivery therefore advise you take out shipment registration of insurance with your postal carrier. Two Hearts Photography will not be responsible for parcels lost or damaged in transit if you choose not to insure.

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